Northern California Retina Vitreous Associates is a retina specialist clinic with 6 locations throughout the Bay Area. We are a high volume clinic with 41 years of experience. We are seeking a full time, Patient Service Specialists for our West San Jose office location(with potential travel to our East San Jose and Mountain View office location). The hours for this position are 8:00am to 5:00pm with a 1-hour lunch. Anyone who is passionate about healthcare or interested in learning about healthcare, is welcome to apply!
Summary of Responsibilities :
Responsible for receiving and handling incoming phone calls and assisting with incoming correspondence including referrals from referring providers. Work is multitasked and will require handling multiple items (i.e. calls) at one time. Must be able to communicate effectively and provide high level of customer service to patients, external clients, and team members across the practice.
List of Responsibilities/Duties :
- Receive and handle incoming phone calls for all locations
- Confirm caller’s information (i.e. location and usual provider if a patient is calling)
- Answer questions, address issues, and ensure all appropriate actions are taken for each phone call
- Educate callers regarding practice systems (i.e. phone, referral, etc) and any other processes as necessary
- Help route calls to appropriate internal department or contact when applicable
- Ensure calls are documented in a thorough and complete manner in the appropriate location (i.e. patient’s chart when regarding patient or via email when non-patient related)
- Triage patients calling to schedule appointments or referrals from referring providers
- Ensure appointments are scheduled optimally based on diagnosis, provider availability, preferred locations, patient’s insurance, etc.
- Contact Referring providers for additional information as needed.
- Address open action items with patient while they are on the phone whenever possible such as outstanding balance collection, collecting pertinent information, verifying insurance when ineligible, etc.
- Verify and load insurance accurately for new patients per new patient referral process.
- Verify insurance for established patients when scheduling or confirming upcoming appointments.
- Check auth requirements and if required, ensure it’s on file or alert Authorization Specialist if not on file.
- Review chart for pending items, errors, or any other issues when assisting a patient calling in.
- Advise all impacted teams of any significant changes or issues with patient’s coverage.
- Collaborate with the RCM team to resolve any issues or concerns surrounding insurance coverage, authorizations, patient balances and/or credits.
- Help maintain referral provider directory. Mail out referral forms to referring providers as requested.
- Assist with addressing messages from call service and escalate issues as necessary.
- Assist with addressing issues or concerns regarding referral methods/platforms.
- Provide outstanding customer service and maintain positive working relationships.
- Communicate effectively; Respond to correspondence such as emails, Pt Tasks, etc, in a timely manner.
- Follow written and verbal directives from management.
- Help cover the front office as a Front Office Specialist when needed.
- Assists with other patient service responsibilities as requested.
Minimum Demonstrated Skills :
- Fluency in Vietnamese is a plus.
- Performs daily activities of auditing of patient accounts to ensure accuracy.
- Cheerfully answers patient inquiries in person and on the phone.
- Assists callers willingly, professionally, and accurately.
- Always maintain patient confidentiality and communicate with the compliance officer regarding procedural changes and concerns.
- Cooperates and communicates with all staff members and physicians.
- Attends required meetings.
- Participates in professional development efforts to stay current on insurance coverage changes and regulatory matters.
- Demonstrates a willingness to help as needed in all patient service roles.
- Complies with all other company policies and procedures including punctuality, attendance, dress codes, and health and safety policies and procedures.
- Word processing and computer experience required.
Duties and responsibilities may be added, deleted, or changed at any time at management's discretion, formally or informally, either verbally or in writing.
Job Type: Full-time
Pay: $26.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Work setting:
Ability to Commute:
- San Jose, CA 95124 (Required)
Ability to Relocate:
- San Jose, CA 95124: Relocate before starting work (Required)
Work Location: In person